Where's My Refund?

I often shop at Builder's Warehouse and I'm generally happy with the service, except when you're looking for someone to assist. Walking up and down isles for a sales person is annoying. My reason for my low rating is due to a recent purchase. I bought a machine for almost R6000. The salesman assured me that it would work for the purpose intended. However, shortly after starting up the machine, I realised this was not the case and the control buttons stopped working. I returned the machine (within a few days after purchasing) and was told it would be sent to the supplier for testing, etc. That was on 09/07/2024. I called about 10 days later for some kind of update and was told that the machine had not even been collected yet. Today I went into Builder's Warehouse (Somerset West) to enquire about the progress of the returned machine. The lady who helped me said it was still at the supplier and that she has no further information. I am disturbed by the lack of communication. If I don't enquire myself, there's nothing from their side. I had to go buy another machine in the meantime, while waiting "patiently" for my refund!!???